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The seat wouldn't recline in first class on AA475 from Boston to Miami this morning. The flight attendant, who we barely saw once she served meals and collected trays, told me with a straight face to stand up, face the

I think that "supply chain" has become a cliché to cover lousy management and poor planning. (As has the "great resignation.") Here's the battery display at CVS, basically bare, because they don't like the costs of carrying inventory. Yet a

An "avatar" is a personification. So a leader should be an avatar and personify and represent the values near and dear to the enterprise. Maybe I'm spoiled by excellent exotic car service, but my pickup is due for routine servicing. I

American Airlines cancelled about 1,200 flights this weekend. They cited staffing and weather. Of course, all the other airlines are facing the same weather and have staffing challenges. But American, having taken money to provide a service, feels it's better